Senior Associate-Customer Care

Location

Gurgaon | India

Job description

Senior Associate-Customer Care - ANA010349

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Senior Associate-Customer Care

Customer Care Associate will be responsible for providing administrative front and back-office support to the Technical Service Organization in the assigned geographical territory and ensuring complete customer satisfaction with end customers and internal business stakeholders.

Responsibilities

Delivering exceptional level of service to our customers involving several key responsibilities that include:

· Response to customer inquiries via e-mail, telephone, fax, or system

· Dealing with the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requests

· Order processing in relevant customer service systems which includes orders entry, maintenance, update, status progress reviews

· Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and tools

· Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required

· Set-up and manage users as part of new user as needed

· Support the testing of new features, enhancements, and report on results as needed

· Instrument ordering (in some EU countries, other countries by Customer Service), Coordination, Planning, and data management in FSM with regular reporting to Technical Service and Commercial Team stakeholders during installation forecast calls.

· Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms and/or connectivity issues as they arise

· Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders or other as needed

· Participate in audits as needed

· Administer Field calibrated tools as needed to ensure compliance

· Collaborate with vendors and internal personnel to achieve desired results

· Ensure info/documentation for calibrated equipment is maintained up to date, properly stored and accessible

· Ensure non-conforming tools are identified and restored to a conforming state

· Provides ad-hoc support to internal and external stakeholders and collaborate to ensure service documentation and procedures are updated and compliant

· Perform other tasks requested by the manager to reach team objective or the company’s objectives based on current needs

· Actively participate in the on-going assessment of customer support processes and incorporate approved improvements

· Successfully graduating the training plan attached to the position and the tasks

· Develop and update process documentation as needed

Qualifications we seek in you!

Minimum Qualifications / Skills

· Min. bachelor university degree

· Experience in Customer Service / Customer Care or Customer Support

· Strong stakeholders’ management skills

· Excellent communication skills (verbal & written) and customer service skills

· Strong analytical and organizational skills

· Resilience and ability to work under pressure

Preferred Qualifications/ Skills

· Very good knowledge of Microsoft Office for work purposes esp. Outlook, Excel. ServiceMax knowledge would be extra advantage as well as any kind of workflow / voice solution systems

· Experience in customer service for the lab / medical device business would be desired

· Understanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures

· Solution-oriented. Identifies and analyses problems to make logical, fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies

· Anticipates, identifies, and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback, follow-up, and strong relationships. Focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customer

· Understands the goals of the organization and achieves ambitious individual goals that are consistent with overall Company goals

Very attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions

Job tags

Salary